Re-inventing service delivery through one-stop shops : proceedings from an international workshop - 3 to 5 May, 2017, Singapore-Johor Bahru, Malaysia (English) | The World Bank

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On 3 to 5 May 2017, an international workshop re-inventing public service delivery took place in Singapore and Johor Bahru, Malaysia focusing on delivering services through one-stop shops (OSS). The workshop focused on citizen centric OSS, presenting examples from a wide range of contexts, including Albania, Azerbaijan, Bangladesh, Kazakhstan, Malaysia, Moldova, and Vietnam, to illustrate the diverse experiences and models. The objective of this workshop was to strengthen government capacity for the design and implementation of OSS for public services. This report summarizes the discussions, deliberations, and conclusions of a three-day international workshop focused on service delivery through OSS. This report captures highlights from the deliberations of the workshop and offers takeaways for policy makers. The key high level conclusion of the meeting was that high level political leadership, phased approach, and whole-of-government coordination during implementation are critical preconditions for successful transformation of service delivery.

Document Type
Old_Global Challenges